Customer Service Center Innovation Leader

Job Description Summary

A Change Agent, working closely with Field Engineers, ASLs and MSDs to recognize and overcome any obstacles/concerns around the implementation of centralized Planned Maintenance Scheduling and Oracle Field Service for scheduling of corrective repairs.

Job Description

Primary Responsibilities:

• Serve as a conduit for communication between Field Teams and the central scheduling team (FOCs/PMPs).
• Acts as an advocate for Field issues with the central scheduling team, working toward solutions that will provide the best possible experience for customers, while driving time savings for the Field
• Serves as an advocate for central scheduling to the Field Teams, regularly connecting with FEs and Field Leadership to convey the benefits of Oracle Field Service (OFS) and centralized scheduling.
• A Change Agent, working closely with FEs, ASLs and MSDs to recognize and overcome any obstacles/concerns around the implementation of centralized PM Scheduling and Oracle Field Service for scheduling of corrective repairs.
• Partners with the Field and the central scheduling team to meet KPIs, including but not limited to PM Linearity, PM overtime, PM adherence, Reschedule Rate, FE1 utilization, Quality, and PM Planner Productivity.
• Analyzes reporting from OFS and provides suggestions on how to improve FOC and PMP efficiency.
• Provides direction to BPO partner to improve PMPs organization of workload/communication, improving efficiency and enhancing customer experience.
• Is the first line for resolving Field and Customer escalations.
• Regularly audits PMP records and call recordings to assure compliance and improve customer experience.
  
  

Experience

• Bachelor’s degree or equivalent experience
• Outstanding communicator, both verbally and in writing, with the ability to convey challenging messages in a positive manner.
• Ability to break complex messages down so they are easily understood.
• Strong analytical skills
• Previous experience with change management is preferred.
• Experience resolving complaints and deescalating disputes.
• Technical aptitude
• Significant travel required.
  
  

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.

For U.S. based positions only, the pay range for this position is $60,160.00-$90,240.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

Additional Information

GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE HealthCare will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.

Relocation Assistance Provided: No

Application Deadline: August 30, 2024